A Comparison of Restaurant-Based and E-Commerce Food Delivery: Customer Evaluation Based on Expectations and Satisfaction

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dc.contributor.authorYasirandi, Rahmat
dc.contributor.authorThanasopon, Bundit
dc.date.accessioned2026-08-06T10:43:17Z
dc.date.available2026-08-06T10:43:17Z
dc.date.issued2024-01-01
dc.description.abstractThis study examines the impact of the COVID-19 pandemic on consumer preferences between restaurant-based and e-commerce food delivery services. Utilizing the E-Service Quality (E-ServQual) model, which includes dimensions such as Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, and Contact, the research assesses which delivery method satisfactions align more closely with user expectations through customer evaluations. Methods include a comparative analysis using data collected from surveys. To obtain a robust dataset, the study surveyed 200 consumers who have used both restaurant-based and e-commerce services during the pandemic. This sample size provides sufficient statistical power to discern significant differences between the two service types. Findings indicate that e-commerce platforms generally excel in efficiency, responsiveness, and compensation, whereas restaurant-based services perform better in terms of fulfillment, reliability, privacy, and contact. The results also identify key dimensions from both types of online food delivery services. This analysis provides valuable insights into specific areas where service providers can focus their improvement efforts to meet and exceed consumer expectations. The study contributes to the understanding of shifting consumer behaviors in response to global disruptions like the pandemic.
dc.identifier.citationIcitee 2024 Proceedings of the 16th International Conference on Information Technology and Electrical Engineering 2024, 69-74, 2024
dc.identifier.doi10.1109/ICITEE62483.2024.10808678
dc.identifier.other2-s2.0-85216027524
dc.identifier.urihttps://dspace.kmitl.ac.th/handle/123456789/14893
dc.sourceIcitee 2024 Proceedings of the 16th International Conference on Information Technology and Electrical Engineering 2024
dc.subjectCustomer Expectation
dc.subjectCustomer Satisfaction
dc.subjectE-Commerce
dc.subjectE-ServQual
dc.subjectRestaurant-based
dc.titleA Comparison of Restaurant-Based and E-Commerce Food Delivery: Customer Evaluation Based on Expectations and Satisfaction
dc.typeConference Paper

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